Returns & Exchanges

At Terramoss, we want you to feel completely satisfied with your purchase. If for any reason our product doesn’t meet your expectations, we’re happy to offer a simple and transparent return and refund process.

Return Eligibility

  • Return window: Within 7 days of receiving your order.
  • Condition: Items must be unused, in their original condition, and include all packaging and tags.
  • Items not eligible for return include:
  • Custom-made products.
  • Gift cards.
  • Items marked as Clearance/Sale.

Note: For items made with preserved moss and dried flowers, slight variations in color and texture are natural and not considered defects.

Return Process

  • Contact us first: Email support@terramoss.com with your order number and product photos showing the issue or condition.
  • Return approval & instructions: Once approved, we’ll provide the return address. Please package the item securely before sending.
  • Refund processing: Refunds will be issued to your original payment method within 5–10 business days after we receive and inspect the item.

Important: Returns without prior email confirmation will not be accepted.

Shipping & Fees

  • Returns due to Terramoss’s error: We cover 100% of return shipping costs and will provide a prepaid label.
  • Returns due to change of mind: Customers are responsible for return shipping costs.
  • Terramoss is not liable for lost return packages if you choose your own courier. We recommend using a tracked and insured shipping method.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with clear photos showing:

  • The damage to the item.
  • The inner packaging.
  • The outer packaging (especially if it shows signs of impact or damage).
  • Depending on the situation, we will offer one of the following:
  • Repair or replacement of the product.
  • Partial refund or full refund.

Order Cancellation

You may request to cancel your order within 24 hours of purchase, provided it hasn’t been processed.

Once your order has been processed, cancellation cannot be guaranteed.

Lost Shipments

If your order has not been delivered within: 30 days (domestic orders) or 40 days (international orders) after shipment, please contact us. We will investigate and issue a refund if the order is deemed lost.

Need Help?

If you have any questions or need assistance with your return, we’re here for you.
Please feel free to contact us via:

📩 Email: support@terramoss.com

📍 Address: A2 TT19 Van Quan Urban Area, Van Quan Ward, Ha Dong District, Hanoi City, Vietnam

Or visit our Contact page for more details.